Customer Service Representative

About The Company Fortune Brands Innovations, Inc. is a renowned leader in the home, security, and digital products industry. Committed to transforming living spaces into safe, stylish, and sustainable environments, the company focuses on delivering innovative solutions across residential and commercial markets. With a mission to elevate every life by turning spaces into havens, Fortune Brands emphasizes trust, dependability, and sustainability in all its products and processes. The organization fosters a dynamic, inclusive workplace environment where talented, ambitious individuals are supported to reach their full potential. By prioritizing innovation and customer satisfaction, Fortune Brands continues to build a strong reputation for quality and excellence in its industry.

About The Role The Customer Service Representative at Fortune Brands Innovations plays a pivotal role in delivering exceptional customer care for luxury products. This position involves managing inbound calls and emails from customers seeking product information, troubleshooting assistance, and warranty support. The ideal candidate will thrive in a fast-paced environment, demonstrating professionalism and technical aptitude to resolve customer issues efficiently. The role requires excellent communication skills, the ability to interpret technical documentation, and a customer-centric approach to foster positive experiences and promote brand loyalty. The position operates within a contact center environment open Monday through Friday from 6:00 am to 4:00 pm PST, with a starting hourly wage of $17.79.

Qualifications

• High School diploma or equivalent required
• Minimum of 2 years experience in a contact center or fast-paced customer service environment
• Strong professional communication skills, both verbal and written
• Proficient in PC skills, including Microsoft Office Suite (Outlook, Word) and Microsoft Teams
• Ability to read and interpret technical drawings and documentation
• Must meet internet speed requirements, pass background and drug tests
• Ability to maintain a secure and safe remote workspace
• Associate’s or Bachelor’s degree preferred
• Experience with ERP systems (SAP, Oracle, etc.) is advantageous
• Fluent in English; proficiency in French is a plus
• Demonstrated ability to focus, observe details, and work effectively under pressure
• Ability to work collaboratively within a team and adapt to changing priorities

Responsibilities

• Deliver an exceptional luxury customer experience that encourages positive word-of-mouth promotion
• Handle inbound calls and emails to troubleshoot and resolve product or technical issues effectively
• Identify root causes of customer problems and communicate appropriate solutions clearly
• Utilize available technology to assist customers with product identification, installation guidance, and troubleshooting
• Manage sensitive or challenging customer situations professionally, working towards mutually beneficial resolutions
• Maintain professionalism and composure during interactions, even in high-pressure scenarios
• Achieve daily performance targets related to call quality, productivity, and adherence to company procedures
• Accurately document customer interactions, product details, and troubleshooting steps according to company protocols
• Support team objectives by performing additional duties and special assignments as needed
• Stay updated on product knowledge and technical documentation to provide accurate support

Benefits

• Competitive base salary of $37,000 annually ($17.70 per hour USD)
• Participation in annual bonus or sales incentive plans based on performance
• Comprehensive health, dental, and vision insurance plans
• Market-leading 401(k) retirement plan with company contributions
• Product discounts and special offers
• Flexible time-off policies to support work-life balance
• Adoption assistance and family support benefits
• Access to Employee Resource Groups (ERGs) fostering diversity and inclusion
• Opportunities for career growth and professional development within a leading organization

Equal Opportunity

Fortune Brands is an equal opportunity employer. We evaluate all qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, protected veteran status, sexual orientation, genetic information, or any other legally protected characteristic. We are committed to fostering an inclusive environment where everyone can thrive.

Reasonable Accommodations

Fortune Brands is dedicated to providing reasonable accommodations to individuals with disabilities. If you require accommodations during the application or interview process due to a medical condition or disability, please contact us with your request and contact information. We are committed to ensuring an accessible and equitable hiring process for all candidates.